Refund policy

Your rights come first

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing on this page reduces those rights, including for personalised items. Everything below is either how we meet those obligations, or a goodwill policy we offer on top of them.

Change of mind — 30 days

We will accept a return on a stock design within 30 days of delivery, provided it is unused, undamaged and comes back in its original packaging. Once we receive it and check it, we refund the item price to your original payment method.

• Return postage for a change of mind is at your cost.
• The original delivery charge is not refunded.
• Send it with tracking. Until it reaches us, the parcel is your responsibility.
• Items returned used, scratched, or without packaging may be refused or partially refunded.

Personalised items — the exception

Personalised items cannot be returned or exchanged for change of mind. That covers name charms, letter builds and any custom design made to your specification. They are printed to order with your choices and cannot be resold to anyone else.

Personalised items can be returned if they are faulty, damaged in transit, or not what you ordered — for example if we printed a different name or colour than your order shows. Your Australian Consumer Law rights apply to personalised items in full.

Because a misspelling cannot be undone, please check the spelling and colour in your basket before you pay — and again in your account if you have one. Tell us straight away if it is wrong; there is usually a window before it goes on the printer.

Lucky Scoops

A Lucky Scoop is a set number of pieces drawn from a pool we publish in full. The bowl’s page says how many pieces it holds and lists every design it can draw from, and that list is the description of what you are buying — your pieces come out of it and out of nothing else.

So a scoop that arrives with fewer pieces than the bowl says, or with a piece that was not on that bowl’s list, is not what you ordered, and the rules below for wrong items apply to it. The pieces themselves are ordinary stock designs, so a faulty or damaged one is put right exactly as it would be if you had bought it on its own.

What we cannot change is which pieces came out. Nobody picks them for you and nobody picks them by machine — one of us draws them by hand when your order is packed — and getting a piece you would not have chosen is not a fault. Your Australian Consumer Law rights apply to a scoop in full, exactly as they do to everything else here.

Faulty, damaged or wrong items

Tell us within 14 days of delivery, or as soon as a fault appears if it is not immediately obvious. Email bamstudio.support@gmail.com with your order number and a photo of the problem — a photo usually saves you having to post anything at all.

Where an item is faulty, damaged or not what you ordered, we pay the return postage and you choose a replacement or a refund for a major failure. For a minor fault we may repair or replace the item instead, which is what the law allows. Refunds include the delivery charge where the whole order was affected.

Parcels lost in transit

If tracking has not moved for a week, or the parcel is marked delivered and is nowhere to be found, contact us. We lodge an enquiry with Australia Post and, once it is clear the parcel is gone, we reprint and resend at no cost to you or refund you in full.

Cancelling or changing an order

Because printing starts soon after you order, tell us quickly. If your order has not gone on the printer we will happily change the colour, correct the address or cancel and refund it in full. Once printing has started we cannot cancel a personalised item, and other items can only be cancelled before dispatch. Printing runs 2–4 business days, so there is usually a window.

How to start a return

• Email bamstudio.support@gmail.com with your order number, what you want to return, and why.
• Wait for our reply before posting anything — one of us will write back with the return address and, where it is our fault, a way to return it at our cost.
• Pack the item so it survives the trip, include a note with your order number, and send it with tracking.

Please do not send anything back before contacting us; unannounced returns are easy to lose, and the return address is not published here.

When we refund

We process approved refunds within 3 business days of receiving the item or agreeing to the refund. It then takes your bank or card issuer a further 5 to 10 business days to show the money. Refunds go back to the original payment method — we cannot refund to a different card or account.

What is not covered

• Normal wear from use. Clicker mechanisms loosen a little as they wear in, which is how they are meant to behave.
• Heat damage. PLA softens in a hot car, in direct summer sun or in a dishwasher.
• Damage from drops, pets, modification or misuse.
• Layer lines, faint seams and small variations between two of the same design — these are inherent to 3D printing, not faults.

Market purchases

Items bought at a market stall follow the same rules, and your Australian Consumer Law rights are identical. Please keep your receipt, since a cash sale at the stall leaves no online order record for us to look up.

Still not sorted?

Email bamstudio.support@gmail.com and tell us where it went wrong. If we cannot agree, you can contact NSW Fair Trading or the ACCC about your consumer rights.